Coms 5 - Active listening ch. 4

You Technique

a form of active listening consisting of a question beginning with the word "you"

Observing the Speaker's NVC

listen with your eyes and notice their posture, physical position, facial expressions, eye contact, gestures, tone, etc

Active Listening For Content

listening for the accuracy of what is being shared

Reflect the Speaker's NVB

make speaker consciously aware of their nv messages

Probing Questions

open and closed questions that are directly related to previous statement to further encourage speaker to explain, expand, develop a thought, idea, or feeling

Active Listening

process of paraphrasing or restating in your own words what the speaker speaker has said to clarify the message

Guidelines for Effective Listening

put the other person first, attend to person, reflect what person is comm, support person

Active Listening for Feelings

to go beyond the content of what people are saying and be sensitive to their feelings

Active Listening Statements

using statements that introduce your interpretation "I hear you saying..." "What you're saying..." "What you're feeling is...." "It sounds like you..."

Four Steps of Active Listening

1. Speaker makes a statement 2. Listener paraphrases speaker's statement 3. Speaker accepts or rejects paraphrase 4. if rejected, speaker clarifies original statement & process repeats if accepted, listener can express thoughts & feelings

Responding to the Speaker's VC

be sensitive to feeling statements and respond to them with a paraphrase to encourage the speaker to explore or comment further if speaker asks how you are feeling about something, you can respond with an appropriate feeling response "Yes, I am feeling..."

Loaded Questions

blame, accuse, judge and indirectly force your opinion & advice on listener

Closed Questions

can be answered in a word or two (yes/no) do not encourage speaker to develop, expand or explore topic instead, focus, limit, and highlight

Open Questions

encourage speaker to develop, expand, explore a topic and usually begin with the words "why" "what" "how" "explain" "describe"

Active Listening Techniques

help you more clearly understand the thoughts and ideas presented by others

Active Listening Questions

involves beginning your interpretation with statements such as "Do you mean...?" "Are you saying...?" "Are you feeling...?"